In this week’s Wednesday Workshop video, I share the results of our research into the new Questions and Answers section on Google My Business. Check it out to see the breakdown of questions categories – you’ll be shocked to see how many hot leads go completely ignored! You’ll watch this video and then rush over to your GMB listing to see what you’ve missed…
Welcome back to another Wednesday Workshop from DealerOn. This week’s tip comes from some research we did to prep for my presentation at the LocalU Advanced conference a few weeks ago. My presentation shared detailed info about Google Posts and GMB Questions and Answers.
We looked at every question that was submitted to the dealers we work with in 2018. There were a total of 362 questions. Dealers in the more densely populated markets tended to get more questions than the rural dealers, but when we broke down the numbers, we saw something crazy.
I bucketed the questions into categories so we could see the general direction that questions were taking. Here’s the pie chart that shows the breakdown:
The big green slice represents general questions about the dealership.
The blue slice represents questions that were service leads – 22% of the total.
The yellow slice represents reviews from customers – 16% of the total
The grey slice is for the 15% of the questions that were sales leads.
The orange slice is for the 3% of questions that were parts leads.
And the little dark blue slice is for the 1% that were simply asking for contact info.
Most dealerships out there don’t even know what GMB Q&A is or where it’s located. And even worse, the vast majority of dealerships out there don’t monitor Q&A or answer any of the questions submitted. Yes, you heard me right – there are quite a few dealers who know about it but still don’t do anything with it.
Why’s that so bad?
Number one – 16% of the questions were customer reviews, where customers simply entered their review in the wrong section of the GMB profile. It’s straight up reputation management, so you have to pay attention. People will see the bad reviews and the fact that you didn’t answer.
Number two – Between 22% service leads, 15% sales leads, and 3% parts leads, that’s a total of 40% of the questions that are leads! Nearly half of everything asked to dealers in the Q&A section are hot leads, but since most dealers aren’t paying attention, they’re all lost opportunities.
Number three – like we’ve mentioned in past videos, these questions can help make your website better. 35% of the questions were general info questions that should be easily answered on your site. Sure, a few of these questions will come from people who haven’t been to your site yet. Even still, you should be paying attention to the general questions and making sure that the answers to those questions are on your site.
So get out there and start paying attention to the Questions and Answers section in your Google My Business. Don’t let those easy opportunities slip away from you.
That’s all the time we’ve got for today’s video. As always, if you’ve got questions or comments, leave ‘em down below and we’ll get back to you shortly. Thanks for watching, and we’ll see you again next week with another Wednesday Workshop from DealerOn.